Manager Service Center Ops

<p>With more than 8,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust. Interested in joining us?</p>

Lansing, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.&nbsp;

keywords: professional,management,solutions,performance,technology,strategy,degree,license,experience,certification


Competitive Total Compensation Package

Overview: <strong><span style="font-size: small;">The Manager Service Center Ops job is responsible for planning, organizing, directing, managing, coaching and leading assigned Team Members in a multi-dimensional service center.</span></strong>
Responsibilities: <ul> <li><span style="font-size: small;">Managing the activities of the department, including, but not limited to: planning, problem solving, Team Member development, selection and hiring of Team Members, vendor management, customer experience, communication and providing leadership and direction to Team Members and ensuring that departmental processes and procedures comply within the scope of the Master Labor Agreement.&nbsp;</span></li> <li><span style="font-size: small;">Overseeing and delegating work to ensure that operational standards and servicing specific performance guarantees are met in a fiscally responsible manner while maintaining a continued focused on ensuring that customer experience expectations are being met.&nbsp;</span></li> <li><span style="font-size: small;">Initiating corrective measures to resolve issues, manage people, budget and processes to ensure continuous improvement.&nbsp;</span></li> <li><span style="font-size: small;">Developing and nurturing value added partnerships with internal and external stakeholders, provide solutions to meet operation standards, solve complex business problems, and maintain effective business partnerships with all, including UAW leadership, to ensure delivery of optimal customer experience.&nbsp;</span></li> <li><span style="font-size: small;">Identifying and/or acquisition of technology, tools, equipment, and Business Process Outsourcer (BPO) to facilitate timely and fiscally responsible solutions to business challenges.&nbsp;</span></li> <li><span style="font-size: small;">Identifying and executing strategic initiatives that support business needs and departmental/divisional/corporate goals.</span></li> <li><span style="font-size: small;">Leading and/or participating on cross-functional teams.&nbsp;</span></li> <li><span style="font-size: small;">Promoting lean principles and practices.&nbsp;</span></li> <li><span style="font-size: small;">Managing and delegating assignments and special projects on time and in accordance with expectations.</span></li> <li><span style="font-size: small;">Managing a diverse workforce which includes real time coaching, motivation, mentoring, and appraisal for assigned employee group.</span></li> <li><span style="font-size: small;">Other duties as assigned.&nbsp;</span></li> </ul>
Requirements: <ul> <li><span style="font-size: small;">Bachelor's Degree is required. Master's Degree is preferred.</span></li> <li><span style="font-size: small;">Five (5) or more years of experience required including demonstrated experience in leadership role, customer service or related experience required.</span></li> <li><span style="font-size: small;">Program certification in related areas in desired areas include management, presentation, leadership and lean principles.</span></li> </ul> <p><strong>DEPARTMENT REQUIREMENTS:</strong></p> <ul> <li> <div>Contact center leadership experience.</div> </li> <li> <div>Valid, non-restricted driver license for business travel to other office locations.</div> </li> </ul>